Masters of Customer Service

Kevin Romito
Published: 07/02/2012
Posted by: RET Staff

In a world where change is an ever-accelerating force and the body of knowledge is nearly doubling every four years, learning is not just kid's stuff, it's adult survival. At a time when attendance at business and professional schools is at an all-time high, participation in industry-related education programs is significantly off.

Cutting-edge ideas and applications that once took five years or more to cycle into use from research centers and universities are now impacting business and society in less than a year - keeping up is ever more difficult.

Just as staying "in shape" and physical conditioning are essentials for competitive athletes, mental conditioning and learning are essentials for top competitors in business. The newest field of study is the science of service--the new business science.

Service as a science is an emerging field of learning and study for organizations and professionals who are serious about their business. Since service now claims two-thirds of the world economy and greater than 80% of the U.S. economy, that is serious business. New concepts, principles, applications, and metrics have been developed that will raise both the standards of service and the level of competition.

The study of service at its most basic focuses on The Three R's of Service: Reliability, Responsiveness and Relationship.